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Workplace Communication

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  1. Vocational Education and Training • Training Toolbox Series • Business Cert I, II and III • BSB 10112, 20112, 30112 Workplace Communication Section 2

  2. Workplace Communication Basic Speaking and Listening Skills

  3. Workplace Communication Table of Contents Section 2 – Basic Speaking and Listening Skills Importance of Speaking Skills Slide - 04 Acceptable Speech Slide - 05 Develop Oral Communication Skills Slide - 06 Speech Habits Slide - 07 Listening Skills  Slide - 08 Questioning TechniquesSlide - 10

  4. Workplace Communication Importance of Speaking Skills • Effective speaking skills help employees: • Give better presentations • Deal with customers/clients • Hone their management skills • Work better with fellow employees • Effectively develop and present ideas • Offer constructive criticism • Accept criticism more objectively

  5. Workplace Communication Acceptable Speech • When in the workplace make sure you: • Do not mumble • Speak clearly and at a reasonable volume • Choose the right language • Select your words carefully

  6. Workplace Communication Develop Oral Communication Skills • Situations in which you will use oral communication skills include: • Dealing with fellow staff employees • Answering questions • Dealing with customers/clients • Responding to phone calls • Dealing with management

  7. Workplace Communication Speech Habits • Avoid use of filler words or unnecessary words, such as: • “Um…” • “Ahh…” • “You know?” • “Right.” • “Okay!” • “Sort of…” • “Like,” •   “Eh?” Right Um Ahh Eh

  8. Workplace Communication Listening Skills • There are four types of listening: • Attentive listening • Encouraging listening • Reflecting listening • Active listening

  9. Workplace Communication Listening Skills • Proper listening skills include avoiding distractions such as: • Surrounding noise • Surrounding activities • Personal interruptions Distractions

  10. Workplace Communication Questioning Techniques • There are three types of questions: •   Closed-ended Questions • Open-ended Questions • Reflective Questions

  11. Workplace Communication Questioning Techniques • Examples of closed-ended questions: • “Is this what is required?” • “Can you meet the deadline?” • “Will you need that delivered today?” • Require very quick and short answers • Examples of open-ended questions: • “Were you going to the staff meeting?” • “When did you need the documents by?” • “How do you feel about the terms?” • Require a more extensive answer • Examples of reflective questions: •   “Do you think that if we choose the colour copier more of the staff would use it?” •   “What are your thoughts on the new company logo?” •   “Are you happy about the article in the newsletter?” • Requires answers based on reflective thought

  12. Workplace Communication End of Section 2

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